Remote support management device, remote support management method, and remote support management program

Abstract

The present application relates to a remote support management device, a remote support management method, and a remote support management program, the device including a processor configured to: in response to a request for remote support from one or more mobile tools; the server executes an allocation process for allocating at least one of a remote supporter and a remote support terminal to the one or more mobile tools, acquires a score serving as a basis for the allocation process from the one or more mobile tools, acquires surrounding situation information indicating a situation of an area in which the mobile tool to be updated moves, and transmits the acquired surrounding situation information to the server. The mobile tool to be updated is a mobile tool to which the score is to be updated among the one or more mobile tools, and an additional score for the mobile tool to be updated is calculated on the basis of the acquired peripheral situation information. The score is updated by reflecting the additional score on the score transmitted from the update target mobile tool.

Description

Technical Field

[0001] The present disclosure relates to a remote support management device, a remote support management method, and a remote support management program. Background Art

[0002] Japanese Patent Application Laid-Open No. 2019-185279 discloses a control device that manages remote control of an autonomous vehicle. The control device determines the order of remote control, i.e., the processing order, to be executed for the target vehicle of remote control, and allocates the remote control tasks to the operator according to the determined processing order. The processing order is determined based on the operation time required for remote control of the target vehicle and the calculation result of the priority. The priority is calculated based on various information such as the traffic conditions around the target vehicle.

[0003] According to the technology described in Japanese Patent Application Laid-Open No. 2019-185279, the control device calculates the priority used for the allocation to the operator based on various information. Therefore, the processing load of the control device related to the allocation to the operator becomes large. More specifically, the greater the number of target vehicles requiring remote control in the same period, the greater the processing load of the control device. Summary of the Invention

[0004] The present disclosure provides a technology that can appropriately perform the allocation while reducing the processing load of a remote support management device related to the allocation of at least one of a remote supporter and a remote support terminal to a mobile tool that requests remote support.

[0005] A remote support management device for remotely supporting a plurality of mobile tools according to a first aspect of the present disclosure includes one or more first processors configured to: in response to a request for remote support from one or more of the plurality of mobile tools, perform an allocation process of allocating at least one of a remote supporter and a remote support terminal used by the remote supporter to the mobile tool that has made the request, obtain a score that is the basis of the allocation process from one or more of the plurality of mobile tools, communicate with one or more infrastructure sensors provided in the area where the update target mobile tool that has sent the score moves, obtain surrounding condition information indicating the condition of the area, calculate an additional score of the update target mobile tool based on the obtained surrounding condition information, and update the score by reflecting the additional score in the score sent from the update target mobile tool.

[0006] The remote support management method for remotely supporting and managing multiple mobile tools executed by a computer according to the second aspect of the present disclosure includes: in response to a remote support request from one or more of the multiple mobile tools, performing an allocation process of allocating at least one of a remote supporter and a remote support terminal used by the remote supporter to the mobile tool that made the request; obtaining a score that is the basis for the allocation process from one or more of the multiple mobile tools; communicating with one or more infrastructure sensors provided in the area where the update target mobile tool that sent the score moves, and obtaining surrounding condition information indicating the condition of the area; calculating an additional score for the update target mobile tool based on the surrounding condition information; and updating the score by reflecting the additional score in the score sent from the update target mobile tool.

[0007] The remote support management program for remotely supporting and managing multiple mobile tools executed by a computer according to the third aspect of the present disclosure includes: in response to a remote support request from one or more of the multiple mobile tools, performing an allocation process of allocating at least one of a remote supporter and a remote support terminal used by the remote supporter to the mobile tool that made the request; obtaining a score that is the basis for the allocation process from one or more of the multiple mobile tools; communicating with one or more infrastructure sensors provided in the area where the update target mobile tool that sent the score moves, and obtaining surrounding condition information indicating the condition of the area; calculating an additional score for the update target mobile tool based on the surrounding condition information; and updating the score by reflecting the additional score in the score sent from the update target mobile tool.

[0008] According to the present disclosure, the remote support management device obtains a score that is the basis for the allocation of at least one of a remote supporter and a remote support terminal from a mobile tool (update target mobile tool) that requests remote support. Thus, compared with an example in which the remote support management device performs all processes related to the calculation of the score, the processing load of the remote support management device related to the allocation can be reduced. Further, the remote support management device calculates an additional score based on surrounding condition information from one or more infrastructure sensors, and updates the score by reflecting the additional score in the score sent from the update target mobile tool. Thus, it is possible to appropriately determine the score using surrounding condition information that cannot be obtained by sensors mounted on the mobile tool. In this way, according to the present disclosure, it is possible to appropriately perform the allocation while reducing the processing load of the remote support management device related to the above allocation. BRIEF DESCRIPTION OF THE DRAWINGS

[0009] Figure 1It is a schematic diagram for explaining the overview of a remote support system.

[0010] Figure 2 It is a diagram showing examples of the content of various remote supports required for various mobile tools.

[0011] Figure 3 It is a schematic diagram showing a configuration example of a remote support system.

[0012] Figure 4 It is a block diagram showing a configuration example of a mobile tool.

[0013] Figure 5 It is a block diagram showing a configuration example of a remote support terminal.

[0014] Figure 6 It is a block diagram showing a configuration example of a remote support management device.

[0015] Figure 7 It is showing Figure 4 A block diagram of a specific configuration example of the control device shown.

[0016] Figure 8 It is showing Figure 1 A flowchart of the first specific example of the processing on the mobile tool side shown.

[0017] Figure 9 It is a diagram showing examples of mobile tool status information and scoring component SC1-i.

[0018] Figure 10 It is a diagram showing examples of user / service status information and scoring component SC2-i.

[0019] Figure 11 It is showing Figure 1 A flowchart of the second specific example of the processing on the mobile tool side shown.

[0020] Figure 12 It is a diagram showing examples of the standardized mobile tool status information and scoring component SC1-i.

[0021] Figure 13 It is showing Figure 1 A flowchart of a specific example of the processing (assignment processing) on the management device side shown.

[0022] Figure 14 It is a diagram showing an example of the update of the assignment order ORD in step S32.

[0023] Figure 15 It is a diagram showing an example of the update of the assignment relationship REL in step S33.

[0024] Figure 16It is a diagram showing other examples of the update of the allocation relationship REL in step S33.

[0025] Figure 17 It is a flowchart showing an example of the process related to the update of the score SC by the management device that utilizes infrastructure sensor information.

[0026] Figure 18 It is a flowchart showing an example of the process on the management device side that accompanies the process related to the update of the score SC considering the type of the mobile tool.

[0027] Figure 19 It is a flowchart showing an example of the process on the management device side that accompanies the process related to the update of the score SC considering the type of the mobile tool and the type of the service. Detailed implementation manners

[0028] The embodiments of the present disclosure will be described with reference to the accompanying drawings.

[0029] 1. Outline of the remote support system

[0030] Figure 1 It is a schematic diagram for explaining the outline of the remote support system 1 according to the present embodiment. The remote support system 1 is a system for remote support of the mobile tool 100. Remote support is a concept including remote operation, remote assistance, and remote monitoring. Moreover, remote operation is a concept including remote driving. The remote support system 1 includes the mobile tool 100, the remote support terminal 200, and the remote support management device 300. In addition, as Figure 1 shown, the remote support system 1 may further include one or more infrastructure sensors 400.

[0031] The mobile tool 100 is a movable body. The mobile tool 100 can be manually operated by an operator who rides on the mobile tool 100. The mobile tool 100 may have an autonomous movement function. In any case, the mobile tool 100 is configured to be remotely operable as needed. That is, the mobile tool 100 is the object of remote support related to the remote support system 1. The mobile tool 100 receives remote support through the management device 300.

[0032] The types of mobile tools 100 that are the objects of remote support are not limited to one, and there can be multiple. For example, the mobile tool 100 is a vehicle traveling on a road (such as a passenger car, a truck, a bus, a MaaS vehicle, an autonomous vehicle, etc.). As another example, the mobile tool 100 can be a vehicle used in a factory (such as a forklift, a factory cart, etc.). As yet another example, the mobile tool 100 can be a special small vehicle (such as a golf course cart, a personal mobility device, an electric wheelchair, etc.). As yet another example, the mobile tool 100 can be a construction machine (such as an excavator, a bulldozer, etc.). As yet another example, the mobile tool 100 can be a robot (such as a logistics robot, a work robot, etc.). As yet another example, the mobile tool 100 can be an aircraft (such as a drone, etc.). As yet another example, the mobile tool 100 can be a ship (such as a small ship, a large cruiser, etc.). As yet another example, the mobile tool 100 can be a means of transportation in an amusement park (such as a cart, an attraction, etc.).

[0033] Figure 2 Examples of the content of various remote supports required for various mobile tools 100 are shown. As Figure 2 illustrated, the mobile tools 100 are diverse, and in addition, the content of the required remote support is also diverse. More specifically, Figure 2 the examples shown are all examples of remote operation. Among them, the remote support can be requested by the mobile tool 100 itself or by a service enterprise collaborating with the remote support system 1. In the latter case, the content of the remote support can also be referred to as the content of the service provided by the service enterprise. In addition, in addition to Figure 2 the examples shown, as the content of the remote support (content of the service), examples such as the pick-up and delivery of shared cars, home delivery, the transportation of goods, the movement of personal mobility devices, the driving of amusement park attractions, the landing of drones, etc. can also be illustrated.

[0034] The remote support terminal 200 is a terminal device used when the remote supporter X remotely supports the mobile tool 100. That is, the remote support terminal 200 is configured to be used by the remote supporter X for the remote support of the mobile tool 100. As the remote support terminal 200, examples such as a cockpit-type terminal, a PC, a tablet computer, a smartphone, etc. can be illustrated. A single remote support terminal 200 can be configured to be able to handle the remote support of various types of mobile tools 100. Or, a single remote support terminal 200 can be dedicated to the remote support of a specific mobile tool 100. In addition, the combination of the remote supporter X and the remote support terminal 200 can be determined in advance or can be freely changed. That is, a single remote support terminal 200 can be used only by a specific remote supporter X, or can be used sequentially by various remote supporters X.

[0035] The remote support management device (or simply referred to as the management device) 300 manages the remote support system 1. The management device 300 can be composed of multiple servers that perform distributed processing. For example, the management device 300 manages multiple remote supporters X and multiple remote support terminals 200. In addition, the management device 300 allocates a remote supporter X and a remote support terminal 200 for the remote support of the mobile tool 100 in response to a remote support request. In addition, the management device 300 can manage the status of the mobile tool 100 during remote support. The details of the management device 300 will be described later.

[0036] The mobile tool 100, the remote support terminal 200, and the management device 300 can communicate with each other through a communication network. For example, the mobile tool 100 can wirelessly communicate with the remote support terminal 200 and the management device 300 through a wireless communication network. The remote support terminal 200 and the management device 300 can communicate with each other through a wired communication network or a wireless communication network. The mobile tool 100 and the remote support terminal 200 can communicate through the management device 300, or can directly communicate without passing through the management device 300.

[0037] The rough information flow of the information during the remote support of the mobile tool 100 is as follows.

[0038] A variety of sensors including a camera are mounted on the mobile tool 100. The camera captures the surrounding conditions of the mobile tool 100. An image representing the surrounding conditions of the mobile tool 100 is obtained through the camera. The mobile tool information MOV is the information obtained through various sensors, and at least includes the image captured by the camera. The mobile tool information MOV may also include the position and status of the mobile tool 100 (such as speed, steering angle, etc.). The mobile tool 100 sends the mobile tool information MOV to the remote support terminal 200.

[0039] The remote support terminal 200 receives the mobile tool information MOV sent from the mobile tool 100. The remote support terminal 200 presents the mobile tool information MOV to the remote supporter X. Specifically, the remote support terminal 200 is equipped with a display device, and displays images and the like on the display device. The remote supporter X views the displayed information to identify the situation around the mobile tool 100, and performs remote support for the mobile tool 100. The remote support information SUP is information related to the remote support performed by the remote supporter X. In the example of remote operation, the remote support information SUP includes, for example, the amount of operation input by the remote supporter X. Therefore, in the example of remote operation, the remote support information SUP (i.e., the remote operation information) can be said to be information reflecting the degree of remote operation performed by the remote supporter X. In the example of remote assistance, the remote support information SUP includes instructions input by the remote supporter X. The remote support terminal 200 sends the remote support information SUP to the mobile tool 100.

[0040] The mobile tool 100 receives the remote support information SUP sent from the remote support terminal 200. For example, the mobile tool 100 performs mobile tool control according to the received remote support information SUP. In this way, remote support for the mobile tool 100 can be achieved.

[0041] Figure 3 is a schematic diagram showing a configuration example of the remote support system 1. In Figure 3 In the example shown, the remote support management center is set in a prescribed site or a prescribed building. Moreover, the management device 300 and a plurality of remote support terminals 200 (200-1 to 200-N: N is an integer of 2 or more) are set in the remote support management center. In addition, a plurality of remote supporters X work in the remote support management center. The management device 300 monitors and manages the states of the plurality of remote support terminals 200 in the remote support management center. In addition, the management device 300 monitors and manages the states of the plurality of remote supporters X in the remote support management center.

[0042] 2. Configuration example

[0043] 2-1. Configuration example of the mobile tool

[0044] Figure 4 is a block diagram showing a configuration example of the mobile tool 100. The mobile tool 100 includes a communication device 110, a sensor group 120, one or more actuators 130, and a control device 140.

[0045] The communication device 110 performs wireless communication with the outside of the mobile tool 100. For example, the communication device 110 performs wireless communication with the remote support terminal 200 and the management device 300.

[0046] The sensor group 120 includes an identification sensor, a mobile tool status sensor, a position sensor, etc. The identification sensor identifies (detects) the conditions around the mobile tool 100. Examples of the identification sensor include a camera C, LIDAR (Laser Imaging Detection and Ranging), a radar, etc. The mobile tool status sensor detects the status of the mobile tool 100. The mobile tool status sensor includes a speed sensor, an acceleration sensor, a yaw rate sensor, a steering angle sensor, etc. The position sensor detects the position and orientation of the mobile tool 100. For example, the position sensor includes a GNSS (Global Navigation Satellite System) receiver.

[0047] The actuator 130 moves the mobile tool 100. For example, the actuator 130 includes a longitudinal movement actuator for moving the mobile tool 100 forward and backward (accelerating, decelerating). As another example, the actuator 130 may include a lateral movement actuator for moving the mobile tool 100 laterally. As yet another example, when the mobile tool 100 has an arm, the actuator 130 may include an arm actuator for moving the arm.

[0048] For example, when the mobile tool 100 is a general vehicle, the actuator 130 includes a steering device, a driving device, and a braking device. The steering device steers the wheels. For example, the steering device includes an electric power steering (EPS) device. The driving device is a power source that generates a driving force. Examples of the driving device include an engine, an electric motor, an in-wheel motor, etc. The braking device generates a braking force.

[0049] The control device 140 is a computer that controls the mobile tool 100. The control device 140 includes one or more processors 150 (hereinafter simply referred to as the processor 150) and one or more storage devices 160 (hereinafter simply referred to as the storage device 160). The processor 150 executes various processes. Examples of the processor 150 include a general-purpose processor, a special-purpose processor, a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), an ASIC (Application Specific Integrated Circuit), an FPGA (Field-Programmable Gate Array), an integrated circuit, an existing type of circuit, and / or a combination thereof. The processor 150 can also be referred to as a circuit or a processing circuit. A circuit is hardware programmed to implement the described functions or hardware that executes functions. The storage device 160 stores various information. Examples of the storage device 160 include a volatile memory, a non-volatile memory, an HDD (Hard Disk Drive), an SSD (Solid State Drive), and the like.

[0050] The control program PROG1 is a computer program executed by the processor 150. The functions of the control device 140 can be implemented by the cooperation of the processor 150 that executes the control program PROG1 and the storage device 160. The control program PROG1 is stored in the storage device 160. Alternatively, the control program PROG1 can be recorded on a computer-readable recording medium.

[0051] The control device 140 acquires movement environment information ENV indicating the movement environment of the mobile tool 100 (for example, the driving environment of a vehicle). The movement environment information ENV is stored in the storage device 160.

[0052] The movement environment information ENV includes surrounding condition information indicating the recognition result of the recognition sensor. For example, the surrounding condition information includes the image captured by the camera C. In addition, the surrounding condition information may include object information related to the objects around the mobile tool 100. Examples of the objects around the mobile tool 100 include pedestrians, other vehicles (forward vehicles, parked vehicles, etc.), white lines, stop lines, traffic lights, signs, roadside structures, and the like. The object information represents the relative position and relative speed of the object with respect to the mobile tool 100. For example, by analyzing the image obtained by the camera C, an object can be recognized and the relative position of the object can be calculated. In addition, an object can also be recognized based on the point cloud information obtained by the LIDAR, and the relative position and relative speed of the object can be obtained.

[0053] In addition, the mobile environment information ENV may include mobile tool status sensor information representing the detection results of mobile tool status sensors. The mobile tool status sensor information represents the speed, acceleration (longitudinal acceleration, lateral acceleration), yaw rate, steering angle, etc. of the mobile tool 100.

[0054] Furthermore, the mobile environment information ENV may include position information representing the position and moving direction (azimuth) of the mobile tool 100. The position information is obtained by a position sensor. High-precision position information can also be obtained through self-position estimation processing (Localization) using map information and surrounding condition information (object information).

[0055] The control device 140 performs movement control for controlling the movement of the mobile tool 100. The movement control includes longitudinal movement control and lateral movement control. The control device 140 performs movement control by controlling the actuator 130.

[0056] The control device 140 may perform autonomous movement control based on the mobile environment information ENV. More specifically, the control device 140 generates a movement plan for the mobile tool 100 based on the mobile environment information ENV. And, the control device 140 generates a target trajectory required for the mobile tool 100 to travel according to the movement plan based on the mobile environment information ENV. The target trajectory includes a target position and a target speed. Moreover, the control device 140 performs movement control in such a way that the mobile tool 100 follows the target trajectory.

[0057] In the case of remote support for the mobile tool 100, the control device 140 communicates with the remote support terminal 200 through the communication device 110.

[0058] The control device 140 sends the mobile tool information MOV to the remote support terminal 200. The mobile tool information MOV is information required for remote support of the mobile tool 100 by the remote supporter X and includes at least a part of the above-mentioned mobile environment information ENV. In particular, the mobile tool information MOV includes the image captured by the camera C. The mobile tool information MOV may include other surrounding condition information. The mobile tool information MOV may include mobile tool status sensor information. The mobile tool information MOV may include position information.

[0059] In addition, the control device 140 receives remote support information SUP from the remote support terminal 200. In an example of remote operation, the remote support information SUP is information related to a remote operation (such as a steering operation, an acceleration operation, a deceleration operation, a forward and backward movement operation, a lateral movement operation, etc.) performed by the remote supporter X, and includes the amount of operation input by the remote supporter X. The control device 140 performs movement control based on the received remote support information SUP (i.e., remote operation information).

[0060] 2-2. Configuration Example of Remote Support Terminal

[0061] Figure 5 FIG. is a block diagram showing a configuration example of the remote support terminal 200. The remote support terminal 200 includes a communication device 210, a display device 220, an input device 230, and a control device 240.

[0062] The communication device 210 communicates with the mobile tool 100 and the management device 300.

[0063] The display device 220 displays various information for the remote supporter X who performs remote support. In other words, the display device 220 presents various information to the remote supporter X by displaying the various information. Typically, the display device 220 is a display (monitor) such as a liquid crystal display or an organic EL display. The display device 220 may also be a touch panel.

[0064] The input device 230 accepts input from the remote supporter X. For example, the input device 230 may include a remote operation component that the remote supporter X operates when remotely operating the mobile tool 100. Examples of the remote operation component include a handle (steering wheel), an accelerator pedal, a brake pedal, a direction indicator, a control lever, a cross key, a switch, etc. The remote operation component may be a touch panel. The input device 230 may include a keyboard, a mouse, a touch panel, etc. other than the remote operation component.

[0065] The control device 240 controls the remote support terminal 200. The control device 240 includes one or more processors 250 (hereinafter simply referred to as the processor 250) and one or more storage devices 260 (hereinafter simply referred to as the storage device 260). The processor 250 performs various processes. Examples of the processor 250 include a CPU, a GPU, an ASIC, and an FPGA. The storage device 260 stores various information. Examples of the storage device 260 include a volatile memory, a non-volatile memory, an HDD, and an SSD. The processor 250 performs various processes. Examples of the processor 250 include a general-purpose processor, a special-purpose processor, a CPU, a GPU, an ASIC, an FPGA, an integrated circuit, an existing type of circuit, and / or a combination thereof. The processor 250 can also be referred to as a circuit or a processing circuit. A circuit is hardware programmed to implement the described functions or hardware that executes the functions. The storage device 260 stores various information. Examples of the storage device 260 include a volatile memory, a non-volatile memory, an HDD, and an SSD.

[0066] The remote support program PROG2 is a computer program executed by the processor 250. The functions of the control device 240 can be implemented by the cooperation of the processor 250 that executes the remote support program PROG2 and the storage device 260. The remote support program PROG2 is stored in the storage device 260. Alternatively, the remote support program PROG2 can be recorded on a computer-readable recording medium. The remote support program PROG2 can also be provided via a network.

[0067] The control device 240 communicates with the mobile tool 100 via the communication device 210. The control device 240 receives the mobile tool information MOV sent from the mobile tool 100. The control device 240 presents the mobile tool information MOV to the remote supporter X by displaying the mobile tool information MOV including an image on the display device 220. The remote supporter X can identify the state of the mobile tool 100 and the surrounding conditions based on the mobile tool information MOV displayed on the display device 220.

[0068] In an example of remote operation, the remote supporter X operates the remote operation part of the input device 230. The operation amount of the remote operation part is detected by a sensor provided on the remote operation part. Additionally, in an example of remote support, the remote supporter X issues various instructions (such as a start instruction) through the input device 230. The control device 240 generates remote support information SUP including the operation amount or instruction input by the remote supporter X. Moreover, the control device 240 sends the remote support information SUP to the mobile tool 100 via the communication device 210.

[0069] 2-3. Configuration Example of Remote Support Management Device

[0070] Figure 6 FIG. 2 is a block diagram showing a configuration example of the remote support management apparatus 300. The management apparatus 300 includes a communication apparatus 310 and a control apparatus 320.

[0071] The communication apparatus 310 communicates with the mobile tool 100, the remote support terminal 200, and the infrastructure sensor 400 (see Figure 1 ).

[0072] The control apparatus 320 controls the management apparatus 300. The control apparatus 320 includes one or more processors 330 (hereinafter simply referred to as the processor 330) and one or more storage devices 340 (hereinafter simply referred to as the storage device 340). The processor 330 performs various processes. Examples of the processor 330 include a general-purpose processor, a special-purpose processor, a CPU, a GPU, an ASIC, an FPGA, an integrated circuit, an existing type of circuit, and / or a combination thereof. The processor 330 may also be referred to as a circuit or a processing circuit. A circuit is hardware programmed to implement the described functions or hardware that performs the functions. The storage device 340 stores various information. Examples of the storage device 340 include a volatile memory, a non-volatile memory, an HDD, and an SSD.

[0073] The remote support management program PROG3 is a computer program executed by the processor 330. The functions of the control apparatus 320 can be implemented by the cooperation of the processor 330 that executes the remote support management program PROG3 and the storage device 340. The remote support management program PROG3 is stored in the storage device 340. Alternatively, the remote support management program PROG3 may be recorded on a computer-readable recording medium. The remote support management program PROG3 may also be provided via a network.

[0074] The storage device 340 also stores mobile tool management information MGT-M, supporter management information MGT-S, and terminal management information MGT-T. The mobile tool management information MGT-M is information for managing a plurality of mobile tools 100. For example, the mobile tool management information MGT-M shows a mobile tool ID, an allocation status, a remote support history, etc. for each mobile tool 100. The supporter management information MGT-S is information for managing a plurality of remote supporters X. For example, the supporter management information MGT-S shows a supporter ID, a license possessed, an availability, an allocation status, a work history, etc. for each remote supporter X. The terminal management information MGT-T is information for managing a plurality of remote support terminals 200. For example, the terminal management information MGT-T shows a terminal ID, a specification, an availability, an allocation status, a work history, etc. for each remote support terminal 200.

[0075] The control device 320 communicates with the mobile tool 100 and the remote support terminal 200 through the communication device 310. The control device 320 can relay the communication between the mobile tool 100 and the remote support terminal 200. That is, the control device 320 can relay at least one of the mobile tool information MOV and the remote support information SUP between the mobile tool 100 and the remote support terminal 200.

[0076] In addition, the control device 320 communicates with the infrastructure sensor 400 through the communication device 310. The infrastructure sensor 400 is provided in the target area where the mobile tool 100 moves. The target area is not particularly limited, and as an example of this, streets, parking lots, factory sites, etc. can be cited. The infrastructure sensor 400 is an identification sensor (such as a camera, LIDAR, etc.) that identifies the condition of the target area.

[0077] In the following description, as an example, the infrastructure sensor 400 is a camera. In the example of the camera, the infrastructure sensor 400 captures the target area and obtains an image IMG representing the condition of the target area. Moreover, the infrastructure sensor 400 sends the obtained image IMG to the management device 300. The management device 300 collects and manages the images IMG captured by the infrastructure sensor 400. In addition, in order to present to the remote supporter X, the management device 300 can send the image IMG captured by the infrastructure sensor 400 to the remote support terminal 200.

[0078] 3. Allocation Based on the Score SC

[0079] In the remote support system 1, in response to a request for remote support from the mobile tool 100, the management device 300 executes an "allocation process" of allocating the remote supporter X and the remote support terminal 200 used by the remote supporter X to the mobile tool 100.

[0080] If the management device 300 needs to obtain a lot of information and calculate a lot of metric values for the above-mentioned allocation process, the processing load of the management device 300 will increase. More specifically, the more the number of mobile tools requesting remote support increases in the same period, the greater the processing load of the management device 300. In addition, if the amount of information obtained by the management device 300 from the mobile tool 100 for the allocation process is large, the load of data communication between the mobile tool 100 and the management device 300 will become high. That is, for the mobile tool 100, the amount of data sent to the management device 300 increases. On the other hand, for the management device 300, the amount of data received from the mobile tool 100 increases.

[0081] In view of this, in the present embodiment, the mobile tool 100 that requests remote support calculates (generates) a score SC, and sends the calculated score SC to the management device 300. The score SC is information that serves as the basis for the allocation process executed by the management device 300. More specifically, the score SC used as the basis for the allocation process is the normal-time score SC calculated when the function of the remote support described later is normal, excluding the outliers described later. Hereinafter, the score SC described in relation to the allocation process refers to the normal-time score SC.

[0082] Specifically, the score SC is a quantitative parameter indicating the urgency of the request for remote support from the mobile tool 100. For example, the score SC is calculated within the range of 0 to 100. The higher the score SC, the higher the urgency of the request for remote support.

[0083] The management device 300 that has received the score SC executes an allocation process based on the score SC. That is, the management device 300 allocates the remote supporter X and the remote support terminal 200 used by the remote supporter X to the mobile tool 100 based on the score SC. Among them, the transmission of the score SC can be carried out in consideration of the transmission of information indicating the request for remote support from the mobile tool 100 to the management device 300. Alternatively, the mobile tool 100 can generate information indicating the request for remote support independently of the score SC, and send the generated information to the management device 300.

[0084] 3 - 1. Processing on the Mobile Tool Side

[0085] Figure 7 It is a block diagram showing Figure 4 a specific configuration example of the control device 140 shown. In this example, the control device 140 is configured as a combination of multiple electronic control units (ECUs). As Figure 7 shown, the multiple ECUs include a first ECU 141 and a second ECU 142 that communicate with each other. The first ECU 141 executes various processes related to the above-mentioned autonomous movement control (for example, the automatic driving control of a vehicle). The second ECU 142 executes various processes related to remote support. Each of the first ECU 141 and the second ECU 142 includes a processor 150 and a storage device 160.

[0086] 3 - 1 - 1. First Specific Example

[0087] Figure 8This is a flowchart showing a first specific example of the processing on the side of the mobile tool 100. The processing of this flowchart is executed by the control device 140 (processor 150) of the mobile tool 100. As an example, the processing of this flowchart can be executed through the cooperation of the first ECU 141 and the second ECU 142 as described below. For example, the processing of this flowchart can be executed by accepting the establishment of a specified condition (support request condition) that the mobile tool 100 requires remote support. The presence or absence of the establishment of this support request condition is determined by the second ECU 142, for example.

[0088] First, in step S11, the first ECU 141 determines whether there is an abnormality in the remote support function of the mobile tool 100. The "abnormality of the remote support function" mentioned here includes, for example, the abnormality of the second ECU 142 that executes the processing related to remote support. The second ECU 142 has a self-diagnosis function and can obtain a self-diagnosis result (normal, warning, abnormal) using this self-diagnosis function. The first ECU 141 communicates with the second ECU 142 to obtain the self-diagnosis result of the second ECU 142. Then, the first ECU 141 determines the presence or absence of the abnormality of the second ECU 142, that is, the presence or absence of the abnormality of the remote support function, based on the obtained self-diagnosis result of the second ECU 142.

[0089] If there is an abnormality in the remote support function of the mobile tool 100 (step S11; YES), the processing proceeds to step S12. In step S12, the first ECU 141 sets a specified abnormal value (for example, 999) as the score SC. It should be noted that the abnormal value of the score SC is a value that can be clearly distinguished from the value of the score SC in the normal state described later.

[0090] Next, in step S13, the first ECU 141 sends the score SC (abnormal value) set in step S12 to the management device 300 through the communication device 110. In other examples, the score SC can be sent to the management device 300 by a service enterprise that collaborates with the remote support system 1.

[0091] According to the processing of steps S11 to S13, the mobile tool 100 can use the information of the score SC originally used for distributing processing to notify the management device 300 that an abnormality has occurred in the remote support function. Moreover, the mobile tool 100 can use this notification to entrust its rescue to the management device 300. In the case of entrusting rescue, the mobile tool 100 can send the position information of the mobile tool 100 together with the score SC (abnormal value) to the management device 300.

[0092] Note that the information on the score SC (outlier) sent to the management device 300 can be used by the management device 300 as follows. That is, for example, a staff member of the remote support management center who sees the score SC (outlier) sent to the management device 300 commissions a rescue of the mobile tool 100 from an external enterprise that provides mobile tool rescue services. Or, for example, the management device 300 that receives the score SC (outlier) automatically executes a process of commissioning a rescue of the mobile tool 100 from the above-mentioned external enterprise.

[0093] On the other hand, when there is no abnormality in the remote support function of the mobile tool 100 (step S11; NO), that is, when remote support can be requested, the process proceeds to step S14. In step S14, the second ECU 142 executes a "score calculation process" for calculating the score SC (more specifically, the score SC when the remote support function is normal). Specifically, the score calculation process includes, for example, the processes of the following steps S14-1, S14-2, and S14-3.

[0094] In step S14-1, the second ECU 142 calculates the score SC1 based on the mobile tool status information. The mobile tool status information is information indicating the status of the mobile tool 100. That is, the status of the mobile tool 100 is quantified in the form of "score SC1".

[0095] Figure 9 Examples of the mobile tool status information and the score component SC1-i are shown. The score SC1 is composed of, for example, three score components SC1-1, SC1-2, and SC1-3.

[0096] In Figure 9 the example shown, the mobile tool status information includes "information on the navigable distance D (in other words, the remaining driving distance) of the mobile tool 100". In the example of the mobile tool 100 that uses the power stored in the battery as a power source, the navigable distance D can be calculated based on, for example, the battery remaining amount and the average power consumption. The battery remaining amount is detected by a battery remaining amount sensor included in the sensor group 120. The average power consumption of the mobile tool 100 is stored in the storage device 160. In addition, in the example of the mobile tool 100 that uses fuel as a power source, the navigable distance D can be calculated based on, for example, the fuel remaining amount and the average fuel consumption. The fuel remaining amount is detected by a fuel remaining amount sensor included in the sensor group 120. The average fuel consumption of the mobile tool 100 is stored in the storage device 160. The second ECU 142 calculates the score component SC1-1 based on the navigable distance D that can be obtained in this way. As Figure 9 shown, the shorter the navigable distance D, the higher the score component SC1-1. Among them, the score component SC1-1 is an example of the "first score component" related to the present disclosure.

[0097] In addition, in Figure 9 the example shown, the mobile tool status information includes "information on the communication status CS of the mobile tool 100". As the communication status CS, the communication speed (throughput), communication delay, etc. can be exemplified. The control device 140 of the mobile tool 100 can measure the communication speed, communication delay, etc. based on the reception status of the data received from the communication partner. As another example, the control device 140 measures the communication speed, communication delay, etc. based on the data sent to the communication partner and the feedback from the communication partner. The second ECU 142 calculates the score component SC1-2 based on the communication status CS that can be obtained in this way. As Figure 9 shown, the worse the communication status CS of the mobile tool 100, the higher the score component SC1-2. Among them, the score component SC1-2 corresponds to an example of the "second score component" related to the present disclosure.

[0098] In addition, in Figure 9 the example shown, the mobile tool status information includes "information on the degree of abnormality of the control device (for example, the first ECU 141) that performs the above-mentioned autonomous movement control". For example, the first ECU 141 has a self-diagnosis function. The first ECU 141 uses this self-diagnosis function to obtain a self-diagnosis result (normal, warning, abnormal). This self-diagnosis result indicates the degree of abnormality of the first ECU 141. The second ECU 142 communicates with the first ECU 141 and obtains the self-diagnosis result of the first ECU 141. Moreover, the second ECU 142 calculates the score component SC1-3 based on the obtained self-diagnosis result of the first ECU 141, that is, the degree of abnormality. As Figure 9 shown, the higher the degree of abnormality of the control device (the first ECU 141) that performs autonomous movement control, the higher the score component SC1-3. Among them, the score component SC1-3 corresponds to an example of the "third score component" related to the present disclosure.

[0099] The second ECU 142 calculates the score SC1 based on the mobile tool status information, for example, by adding the above-mentioned score component SC1-1, score component SC1-2, and score component SC1-3. Or, the second ECU 142 can calculate any one of these three score components as the score SC1, or can also calculate the score SC1 by adding any two of these three score components.

[0100] It should be noted that the second ECU 142 obtains the mobile tool status information in real time. Moreover, the second ECU 142 calculates the score SC1 in real time based on the mobile tool status information.

[0101] In step S14-2, the second ECU 142 calculates a score SC2 based on the user / service status information. Here, the user / service status information represents a combination of user status information and service status information. The user status information is information indicating the status of the user of the mobile tool 100 (i.e., the passenger), and the service status information is information indicating the status of the service of remote support for the user. That is, the status of the user and the status of the service are quantified in the form of "score SC2".

[0102] Figure 10 Examples of the user / service status information and the score component SC2-i are shown. The score SC2 is composed of, for example, three score components SC2-1, SC2-2, and SC2-3.

[0103] In Figure 10 the example shown, the user / service status information includes "information on the health status of the user (passenger)" as an example of the user status information. The second ECU 142 can obtain the health status of the user, for example, based on information reported by the user who operates the operator 170 (e.g., a touch panel) mounted on the mobile tool 100 or their own mobile terminal (e.g., a smartphone). As another example, in order to detect the health status of the user, a biological sensor that detects the biological information of the user can be used. The biological sensor may be included in the sensor group 120 of the mobile tool 100 (refer to Figure 4 ), or may be included in the mobile terminal (e.g., a smartphone) owned by the user. Examples of the biological information include body temperature, heart rate, blood pressure, sweating amount, etc. The second ECU 142 can obtain the biological information detected by the biological sensor and obtain the health status of the user based on the obtained biological information. For example, the health status is obtained from the biological information by using a machine learning model. The second ECU 142 calculates the score component SC2-1 based on the health status of the user obtained in this way. As Figure 10 shown, the worse the health status of the user, the higher the score component SC2-1. Among them, the score component SC2-1 is an example of the "fourth score component" related to the present disclosure.

[0104] In addition, in Figure 10In the example shown, the user / service status information includes "information on the delay time until the start of the remote support service for the user (service delay time)" as an example of the service status information. In other words, the service delay time is the waiting time for the user to wait for the start of the remote support of the mobile tool 100. In the example where the service company obtains the service delay time from the management device 300, the second ECU 142 can communicate with the service company and obtain the service delay time from the service company. Alternatively, the second ECU 142 can communicate with the management device 300 and directly obtain the service delay time from the management device 300. The second ECU 142 calculates the scoring component SC2-2 based on the obtained service delay time. As Figure 10 shown, the longer the service delay time, the higher the scoring component SC2-2. Among them, the scoring component SC2-2 corresponds to an example of the "fifth scoring component" involved in the present disclosure.

[0105] In addition, in Figure 10 the example shown, the user / service status information includes "information on the amount charged to the user for the service of remote support" as another example of the service status information. The second ECU 142 can obtain the information on the amount charged, for example, based on the information input by the user who operates the operator 170 (such as a touch panel) or its own mobile terminal (such as a smart phone) mounted on the mobile tool 100. Alternatively, in the example where a service company is sandwiched between the mobile tool 100 and the management device 300, the second ECU 142 can communicate with the service company and obtain the information on the amount charged from the service company. The second ECU 142 calculates the scoring component SC2-3 based on the amount charged that can be obtained in this way. As Figure 10 shown, the more the amount charged, the higher the scoring component SC2-3. Among them, the scoring component SC2-3 corresponds to an example of the "sixth scoring component" involved in the present disclosure.

[0106] The second ECU 142 calculates the score SC2 based on the user / service status information, for example, by adding the above-mentioned scoring component SC2-1, scoring component SC2-2, and scoring component SC2-3. Alternatively, the second ECU 142 can calculate any one of these three scoring components as the score SC2, or can also calculate the score SC2 by adding any two of these three scoring components.

[0107] It should be noted that the second ECU 142 obtains the user / service status information in real time. Moreover, the second ECU 142 calculates the score SC2 in real time based on the user / service status information.

[0108] In addition, in step S14-2, the user status information and the service status information are comprehensively processed as user / service status information. In other examples, the score SC2 can be calculated based on only one of the user status information and the service status information.

[0109] In step S14-3, the second ECU 142 calculates the final score (integrated score) SC by integrating the scores SC1 and SC2 calculated in steps S14-1 and S14-2, respectively. That is, the score SC1 based on the mobile tool status information and the score SC2 based on the user / service status information are reflected in the score SC.

[0110] Specifically, in step S14-3, the second ECU 142 calculates the average value (arithmetic mean) of the score SC1 and the score SC2. When the average value is less than the specified maximum value (e.g., 100) of the score SC, the average value is used as the score SC. On the other hand, when the average value is equal to or higher than the maximum value, the score SC is uniformly set to the maximum value.

[0111] Alternatively, for example, the integration of the scores SC1 and SC2 can be performed as follows. That is, the second ECU 142 can calculate the weighted average of the score SC1 and the score SC2 as the score SC instead of the above arithmetic mean. More specifically, for example, the weight value (weight coefficient) W2 multiplied by the score SC2 based on the user / service status information (more specifically, at least one of the user status and the service status information) can be set to be greater than the weight value W1 multiplied by the score SC1 based on the mobile tool status information. Thereby, it is possible to calculate the score SC that reflects at least one of the status of the user of the mobile tool 100 such as a customer and the status of the remote support service provided to the user more preferentially than the status of the mobile tool 100. Compared with the example using the arithmetic mean, this can send a request for remote support from the mobile tool 100 to the management device 300 that more appropriately reflects the consideration for the user. In addition, contrary to this example, the weight value W1 can also be set to be greater than the weight value W2. Among them, in the example using the weighted average, the score SC is also set not to exceed the above maximum value.

[0112] In step S15 following step S14, the second ECU 142 sends the score SC calculated in step S14 to the management device 300 through the communication device 110. In other examples, the score SC can be sent to the management device 300 by the service enterprise.

[0113] In the above Figure 8In the processing of the flowchart shown, a score SC is calculated based on both the mobile tool status information and the user / service status information. In other examples, either a score SC1 based on the mobile tool status information or a score SC2 based on the user / service status information can be calculated as the score SC.

[0114] As described above, the processing of the flowchart shown can be executed when the specified support requirement conditions are satisfied. Figure 8 The processing of the flowchart shown. Thus, since the calculation of the score SC is performed only when the mobile tool 100 actually requests remote support, the processing load on the control device 140 of the mobile tool 100 can be reduced. However, the processing of the flowchart shown can be executed periodically, that is, at regular intervals. Figure 8 The processing of the flowchart shown. According to this example, since steps S11 to S13 are executed even when the support requirement conditions are not satisfied, an abnormality of the remote support function described later can be detected in advance and notified to the management device 300. It should be noted that in this example, the control device 140 periodically calculates the score SC when the remote support function is normal (see step S14). In view of this, the control device 140 (for example, the second ECU 142) can determine the presence or absence of the establishment of the above support requirement conditions based on whether the score SC calculated periodically in this way is equal to or higher than a specified threshold value.

[0115] 3-1-2. Second specific example

[0116] Figure 11 is a flowchart showing a second specific example of the processing on the mobile tool 100 side. The processing of this flowchart is different from the processing of the flowchart shown in that the processing of steps S21 and S22 is added. Figure 8 shown.

[0117] In Figure 11 , when there is no abnormality in the remote support function (step S11; NO), the processing proceeds to step S21. In step S21, the control device 140 (more specifically, for example, the second ECU 142) determines whether the user riding on the mobile tool 100 has operated an operator to request remote support. The operator is, for example, an operator 170 (for example, a touch panel, a button, etc.) mounted on the mobile tool 100 or the user's portable terminal (for example, a smart phone).

[0118] When there is no request for remote support from the user (rider) (step S21; No), the process proceeds to step S14. On the other hand, when there is a request for remote support from the user (step S21; Yes), the process proceeds to step S22. In step S22, the second ECU 142 sets the highest value (e.g., 100) when the remote support function is normal as the score SC. This highest value is an example of "a specified value indicating a high urgency of the request for remote support". It should be noted that setting the highest value as this specified value is equivalent to prioritizing the request for remote support directly issued by the user at the highest level. Then, the process proceeds to step S15.

[0119] 3 - 1 - 3. Calculation example of score considering the type of mobile tool

[0120] As exemplified by referring to Figure 2 In the remote support system 1, multiple types of mobile tools 100 may be the objects of remote support. If multiple types of mobile tools 100 are the objects of remote support, the meaning of the numerical value representing the above-mentioned mobile tool status information may vary depending on the type of the mobile tool 100. For example, even if the available range D as the mobile tool status information is the same value among multiple mobile tools 100, if the maximum available range Dmax of each type of mobile tool 100 is different, the meaning of the same numerical value of the available range D is also different.

[0121] In view of this, as an example to be described here, at least one of the mobile tool status information can be used as the standardized mobile tool status information for the calculation of the score SC. That is, the control device 140 (e.g., the second ECU 142) of the mobile tool 100 can calculate the score SC based on the mobile tool status information standardized according to a specified "calculation rule" shared among multiple mobile tools 100. More specifically, in an example where the score SC1 based on the mobile tool status information and other scores (e.g., the score SC2 based on the user / service status information) are used for the calculation of the score SC, the control device 140 can calculate the score component SC1 - i based on the standardized mobile tool status information.

[0122] Figure 12 Examples showing the standardized mobile tool status information and the score component SC1 - i. In Figure 12 it, as the mobile tool status information to be standardized, the available range D and the communication status CS are exemplified. For example, the standardized available range Dn and the standardized communication status CSn are calculated according to the following calculation rules.

[0123] First, in the example of the navigable distance D, the normalized navigable distance Dn is obtained by multiplying the value obtained by dividing the current navigable distance D (i.e., the remaining moving distance) by the maximum navigable distance Dmax by 100. The 100 multiplied by this value corresponds to the highest value of the score SC, which is 100 in this example. It should be noted that the maximum navigable distance Dmax is the distance that the mobile tool 100 can navigate without replenishing at least one of power and fuel, and it is a known value for each mobile tool 100.

[0124] Similarly, in the example of the communication state CS, the normalized communication state CSn is obtained by multiplying the value obtained by dividing the current communication state CS (e.g., communication speed (Mbps)) by the highest communication state (e.g., the highest communication speed (theoretical value)) CSmax by 100. It should be noted that the highest communication state CSmax is a known value for each mobile tool 100 (communication device 110).

[0125] The sharing of the calculation rules among multiple mobile tools 100 can be achieved, for example, by the following method. That is, by storing the information representing the relationship between the normalized mobile tool status information and the score SC (score component SC1 - i) as shown Figure 12 in the storage device 160 of each mobile tool 100 to share the calculation rules. It should be noted that the information representing this relationship can be provided to each mobile tool 100 from the management device 300, for example. Or, in the example where there is a service enterprise between the two, the information representing this relationship can be provided to each mobile tool 100 through the service enterprise.

[0126] 3 - 1 - 4. Effects of Mobile Tools

[0127] As described above, according to this embodiment, on the side of the mobile tool 100 that requests remote support, the score SC that is the basis for the allocation of at least one of the remote supporter X and the remote support terminal 200 is calculated. As a result, the processing load on the management device 300 related to this allocation can be reduced. More specifically, compared with the example where the management device 300 performs all the processing related to the calculation of the score SC, the processing load on the management device 300 can be reduced. This leads to a shortening of the time required for this allocation. It should be noted that since the score SC is calculated on the side of the mobile tool 100 and sent to the management device 300, the management device 300 does not need to obtain a lot of information required for this allocation from each mobile tool 100. Therefore, the communication volume between each mobile tool 100 and the management device 300 can also be reduced.

[0128] More specifically, according to the present embodiment, on the side of the mobile tool 100 that requests remote support, a score SC is calculated that represents the urgency of the request for remote support from each mobile tool 100 and serves as the basis for setting the allocation order ORD. Thus, it is possible to appropriately perform the allocation in such a way that while reducing the processing load of the management device 300 related to the allocation according to the allocation order ORD, the mobile tool 100 with a higher urgency is prioritized using the score SC.

[0129] In addition, according to the present embodiment, the score SC can be appropriately calculated based on the mobile tool status information. Thus, for example, the allocation can be performed in such a way that the mobile tool 100 with a short navigable distance D is prioritized. In addition, for example, the allocation can be performed in such a way that the mobile tool 100 with a poor communication state CS is prioritized. And, for example, the allocation can be performed in such a way that the mobile tool 100 with a high degree of abnormality of the control device that performs autonomous movement control such as vehicle autonomous driving control is prioritized.

[0130] In addition, according to the present embodiment, the score SC can be appropriately calculated based on at least one of the user status information and the service status information. Thus, for example, the allocation can be performed in such a way that the mobile tool 100 occupied by a user with a poor health state is prioritized. In addition, for example, the allocation can be performed in such a way that the mobile tool 100 of a user with a long delay time until the start of the remote support service is prioritized. And, for example, the allocation can be performed in such a way that the mobile tool 100 of a user with a high charge amount for the remote support service is prioritized.

[0131] In addition, according to the present embodiment, when the user riding in the mobile tool 100 operates the operator (for example, the operator 170) and requests remote support, a specified value (for example, the above-mentioned maximum value) representing a high urgency is set as the score SC. Thus, it is possible to reflect the requirements of the user who requests early remote support in the allocation order ORD using the score SC.

[0132] And, according to the present embodiment, the score SC is calculated based on the mobile tool status information standardized according to the calculation rules shared among multiple types of mobile tools 100. Thus, it is possible to more appropriately calculate the score SC considering the differences in the types of mobile tools 100 that are the objects of remote support.

[0133] 3 - 2. Processing on the side of the remote support management device

[0134] 3 - 2 - 1. Specific example

[0135] Figure 13 It is a flowchart showing a specific example of the processing (allocation processing) on the side of the management device 300. The processing of this flowchart is repeatedly executed by the control device 320 (processor 330) of the management device 300.

[0136] The management device 300 receives the score SC from a plurality of mobile tools 100 that request remote support. In other words, the management device 300 obtains the score SC from the plurality of mobile tools 100 in real time. The obtained score SC is stored in the storage device 340.

[0137] In step S31, the control device 320 determines whether a new score SC has been received from a certain mobile tool 100 via the communication device 310. If no new score SC has been obtained as a result (step S31; NO), the control device 320 continues to receive new score SCs. On the other hand, if a new score SC has been obtained (step S31; YES), the control device 320 continues to receive new score SCs from other mobile tools 100 while concurrently executing step S32 and subsequent processes.

[0138] In step S32, the control device 320 updates the "assignment order ORD" in a form that reflects the newly received score SC. The assignment order ORD represents, for example, the order of assigning the remote supporter X and the remote support terminal 200 to one or more mobile tools 100 that have not yet been assigned the remote supporter X and the remote support terminal 200.

[0139] Figure 14 It is a diagram showing an example of the update of the assignment order ORD in step S32. The mobile tool management information MGT-M (refer to Figure 6 ) stored in the storage device 340 includes the assignment order ORD. For example, the assignment order ORD is determined in the form of a mobile tool list as shown in Figure 14 . The mobile tool list includes the mobile tool ID, the score SC, and the rank of the waiting time for each unassigned mobile tool 100. According to the rank of the waiting time, the mobile tool 100 whose remote support was requested earlier (i.e., with a longer waiting time) at the time of sending the score SC is ranked higher. In this mobile tool list, the mobile tools 100 with a higher assignment order ORD are shown in order from the top. Among them, the storage device 340 stores the time when the score SC was received from each mobile tool 100 as the request time.

[0140] Figure 14 The "before update" mobile tool list in Figure 14 is equivalent to a list obtained by adding the mobile tool 100 (mobile tool B with a waiting time rank of 4 in

[0141] In step S32, the control device 320 updates (determines) the allocation order ORD in such a way that the mobile tool 100 with a higher score SC moves upward. That is, the allocation order ORD is sorted in descending order of the score SC (i.e., in descending order of the allocation priority). Figure 14 In the "updated" mobile tool list in , the allocation order ORD is updated so that the mobile tool B having the score SC of "100" is earlier than the mobile tools A and D having the score SC of "10". In this way, the score SC becomes the basis for setting the allocation order ORD.

[0142] In addition, Figure 14 In the example shown, the score SC of the mobile tool B is the same as the score SC of the mobile tool C. In the case where there are a plurality of mobile tools 100 having the same score SC, the allocation order ORD is updated so that the mobile tool C with the earlier waiting time (i.e., the longer waiting time) is ranked higher. This is also the case for the relationship between the mobile tools A and D. The mobile tool list with the allocation order ORD updated as described above is stored in the storage device 340.

[0143] Next, in step S33 , the control device 320 updates the “allocation relation REL” based on the allocation order ORD updated in step S32 . The allocation relation REL here refers to, for example, the relationship of allocation of the remote support terminal 200 to the mobile tool 100 .

[0144] Figure 15 3 is a diagram showing an example of updating the allocation relationship REL in step S33. The moving tool management information MGT-M (see Figure 6 ) for example includes the allocation relationship REL. In this example, Figure 15 The relationship between the mobile tool list and the supported terminal list as shown in the figure defines the allocation relationship REL. Figure 14 The control device 320 is based on the terminal management information MGT-T (see Figure 6 ) to extract a plurality of remote support terminals 200 that are candidates for assignment to the mobile tools A to D included in the mobile tool list. Figure 15 The support terminal list shown is determined based on the IDs of the four remote support terminals 200 extracted in this way. In the support terminal list, the remote support terminals 200 are shown in descending order of priority based on a predetermined rule. The order of the remote support terminals 200 is predetermined by the control device 320 based on the terminal management information MGT-T.

[0145] like Figure 15As shown, the control device 320 determines the allocation relationship REL in such a manner that the remote support terminal 200 with the higher priority is allocated in order from the mobile tool 100 with the earlier allocation order ORD. In the example where a single remote support terminal 200 is used only by a specific remote supporter X, the remote support terminal 200 allocated to the mobile tool 100 is determined by determining the remote support terminal 200 allocated to the mobile tool 100 in this way to determine the combination of the remote support terminal 200 and the remote supporter X allocated to the mobile tool 100. On the other hand, in the example where a single remote support terminal 200 is used by various remote supporters X, the control device 320 also performs processing to determine the remote supporter X who uses the remote support terminal 200 to which the mobile tool 100 is allocated based on the supporter management information MGT-S.

[0146] Figure 16 FIG. 4 is a diagram showing another example of updating the allocation relationship REL in step S33. Figure 15 In the example shown, the control device 320 assigns the “remote support terminal 200” to each of the plurality of mobile tools 100 according to the assignment order ORD. Figure 16 In the example shown, the control device 320 uses the supporter management information MGT-S (see Figure 6 ) and “remote supporter X” is allocated to each of the plurality of mobile tools 100 according to the allocation order ORD. That is, in this example, the allocation relation REL updated according to the allocation order ORD is the allocation relation of the remote supporter X to the mobile tool 100.

[0147] exist Figure 16 In the example shown, the assignment relationship REL is defined in the form of a relationship between a mobile tool list and a supporter list. Figure 14 The same is true for the case described above. The control device 320 extracts a plurality of remote supporters X who are candidates for allocation to the travel tools A to D included in the travel tool list based on the supporter management information MGT-S. Figure 16 The supporter list shown is determined based on the IDs of the four remote supporters X extracted in this way. In the supporter list, the remote supporters X are shown in descending order of priority based on a predetermined rule. The order of the remote supporters X is predetermined by the control device 320 based on the supporter management information MGT-S.

[0148] like Figure 16As shown, the control device 320 determines the allocation relationship REL in such a way that the remote supporters X with higher priority are allocated in turn starting from the mobile tool 100 with a prior allocation order ORD. In an example where a single remote support terminal 200 is used only by a specific remote supporter X, the combination of the remote supporter X allocated to the mobile tool 100 and the remote support terminal 200 is determined by determining the remote supporter X allocated to the mobile tool 100 in this way. On the other hand, in an example where a single remote support terminal 200 is used by various remote supporters X, the control device 320 also performs a process of determining the remote support terminal 200 used by the remote supporter X to which the mobile tool 100 is allocated based on the terminal management information MGT-T.

[0149] In yet another example, the control device 320 can perform a process of allocating both the "remote support terminal 200" and the "remote supporter X" to each of the plurality of mobile tools 100 according to the allocation order ORD using the terminal management information MGT-T and the supporter management information MGT-S.

[0150] 3-2-2. Score update related to the management device

[0151] The management device 300 that has received the score SC calculated on the side of the mobile tool 100 can update the score SC as in the following examples.

[0152] 3-2-2-1. Utilization of infrastructure sensor information

[0153] Figure 17 It is a flowchart showing an example of a process related to the update of the score SC performed by the management device 300 that utilizes infrastructure sensor information. In response to the reception of the score SC from the mobile tool 100, the control device 320 executes the process of this flowchart. More specifically, the mobile tool 100 (update target mobile tool) that can obtain "surrounding condition information" using the infrastructure sensor 400 by the management device 300 becomes the target of the update of the score SC involved in the process of this flowchart.

[0154] In step S41, the control device 320 uses the infrastructure sensor 400 to obtain the surrounding condition information of the mobile tool 100 that has sent the score SC. Specifically, in an example where the mobile tool 100 is a vehicle, the control device 320 obtains the surrounding condition information by, for example, analyzing the image IMG received from the infrastructure sensor 400 via the communication device 310. The surrounding condition information is information indicating the condition of the area where the mobile tool 100 moves. The obtained surrounding condition information is, for example, information indicating the congestion degree of the road in front of the mobile tool 100 that is a vehicle.

[0155] Next, in step S42, the control device 320 calculates an additional score SC-A of the mobile tool 100 based on the acquired surrounding condition information. For example, the control device 320 calculates the additional score SC-A in such a way that the higher the degree of congestion of the road caused by factors such as traffic congestion, the higher the score.

[0156] Next, in step S43, the control device 320 updates the transmitted score SC by reflecting the calculated additional score SC-A in the score SC transmitted from the mobile tool 100. This update can be performed, for example, using the same method as the integration of the scores SC1 and SC2 used in step S14-3 (refer to Figure 8 ). That is, for example, the score SC can be updated by the arithmetic mean of the transmitted score SC and the additional score SC-A. Alternatively, the score SC can also be updated by the weighted average of the transmitted score SC and the additional score SC-A.

[0157] It should be noted that, for example, when the service of transporting a user with a deteriorated in-vehicle health state to a hospital is provided by remote support (remote driving), by updating the score SC as described above with the additional score SC-A, the following effects can be obtained, for example. That is, it is possible to appropriately increase the urgency indicated by the score SC related to the requirement for remote support of the service in consideration of the degree of congestion of the road ahead of the vehicle that cannot be obtained by the sensors mounted on the vehicle (mobile tool 100). In addition, in the case of using a weighted average, for example, the weight value multiplied by the additional score SC-A can be set to be greater than the weight value multiplied by the score SC transmitted from the mobile tool 100. Thus, in the example of the service illustrated here, it is possible to more appropriately increase the urgency indicated by the score SC related to the requirement for remote support of the service in consideration of the degree of congestion of the road.

[0158] 3-2-2-2. Example of updating the score considering the type of mobile tool

[0159] As illustrated with reference to Figure 2 , in the remote support system 1, multiple types of mobile tools 100 may be the objects of remote support. If multiple types of mobile tools 100 are the objects of remote support, an inappropriate situation may occur where the same numerical score SC is treated equally regardless of the type of the mobile tool 100. For example, when the scores SC transmitted from a mobile tool 100 of a type that is the object of remote support with a relatively high urgency and a mobile tool 100 of a type that is the object of remote support with a relatively low urgency are the same numerical value, it can be said that it is preferable to treat the former score SC as a score with a higher urgency.

[0160] Figure 18It is a flowchart showing an example of the processing on the management device 300 side related to the update of the score SC considering the type of the mobile tool 100. The processing of this flowchart is different from the processing of the flowchart shown in Figure 13 in that the processing of steps S51 to S53 is added.

[0161] In Figure 18 , when a new score SC is obtained (step S31; YES), the processing proceeds to step S51. In step S51, the control device 320 of the management device 300 obtains information (mobile tool type information) indicating the type of the mobile tool 100 that has sent the current score SC. For example, when the mobile tool management information MGT - M includes the ID and type of each mobile tool 100, the control device 320 obtains the mobile tool type information based on the mobile tool ID and the mobile tool management information MGT - M sent from the mobile tool 100 together with the score SC. Alternatively, the mobile tool type information can be obtained from the mobile tool 100 together with the score SC, or can be obtained through the service enterprise.

[0162] Next, in step S52, the control device 320 calculates a weight value (mobile tool weight value) Wm corresponding to the type of the mobile tool (update target mobile tool) 100 that has sent the score SC based on the mobile tool type information. Specifically, the weight value Wm is determined in advance for each type of the mobile tool 100. Moreover, information indicating the correspondence between the weight value Wm and the type of the mobile tool 100 is stored in the storage device 340. The control device 320 calculates the weight value Wm corresponding to the type of the update target mobile tool 100 based on the information indicating the correspondence and the mobile tool type information.

[0163] In the information indicating the above correspondence, for example, the weight value Wm can be determined as follows. That is, for example, based on the urgency of the remote support pre - evaluated from the global perspective of the type of the mobile tool 100 receiving the provision of remote support, the weight value Wm of the type of the mobile tool 100 receiving high - urgency remote support is set to be higher than that of the type of the mobile tool 100 receiving low - urgency remote support. As an example, the weight value Wm of the mobile tool 100 of the carrier is set to be greater than the weight value Wm of the mobile tool 100 of the cargo.

[0164] Next, in step S53, the control device 320 updates the score SC by reflecting the weight value Wm in the score SC received from the update target mobile tool 100. Specifically, the control device 320 updates the score SC by multiplying, for example, the weight value Wm as a weight coefficient by the received score SC. Then, the process proceeds to step S32. It should be noted that the maximum value of the score SC obtained by reflecting the weight value Wm in this way may be the same as the maximum value of the score SC calculated on the mobile tool 100 side (for example, 100), or may be a value larger than this maximum value (for example, 150).

[0165] 3-2-2-3. Example of updating the score considering the type of mobile tool and service

[0166] As exemplified with reference to Figure 2 In the remote support system 1, the types of services provided for one or more mobile tools 100 can be multiple. In the example of providing multiple types of services, an inappropriate situation may occur where the same numerical score SC is equally processed regardless of the type of service. For example, there is a case where even if the scores SC sent from the mobile tool 100 receiving the service of the carrier and the mobile tool 100 receiving the service of the transported item (for example, a mailed item) are the same numerical value, it is preferable to process the score SC of the former as a score with a higher urgency.

[0167] Figure 19 is a flowchart showing an example of the processing on the management device 300 side related to the update of the score SC considering the type of the mobile tool 100 and the type of service. The processing of this flowchart is different from the processing of the flowchart shown in Figure 13 in that the processing of steps S61 to S63 is added. It should be noted that in the example shown in Figure 19 as a premise, the information of the score SC sent from the mobile tool 100 also includes the numerical values of the scores SC1 and SC2 that make up the score SC itself.

[0168] In Figure 19 when a new score SC is obtained (step S31; YES), the process proceeds to step S61. In step S61, the control device 320 of the management device 300 obtains the mobile tool type information and service type information of the mobile tool 100 that sent the current score SC. A specific example of the method for obtaining the mobile tool type information is the same as the processing in step S51. The service type information is information indicating the type of service provided for the remote support of the mobile tool 100. The service type information can also be obtained by the same method as the method for obtaining the mobile tool type information.

[0169] Next, in step S62, the control device 320 calculates a weight value corresponding to the type of the mobile tool (update target mobile tool) 100 that has sent the score SC, that is, the mobile tool weight value Wm, based on the mobile tool type information. In addition, the control device 320 calculates a weight value corresponding to the type of the service provided to the update target mobile tool 100, that is, the service weight value Ws, based on the service type information.

[0170] Specifically, the mobile tool weight value Wm can be calculated using the method described above for step S52. The service weight value Ws is determined in advance for each type of service. Moreover, information indicating the correspondence between the service weight value Ws and the type of service is stored in the storage device 340. The control device 320 calculates the service weight value Ws corresponding to the type of service based on the information indicating the correspondence and the service type information.

[0171] In the information indicating the above correspondence, the service weight value Ws can be determined as follows. That is, for example, based on the urgency of each service evaluated in advance, the service weight value Ws can be determined such that a service with a higher urgency has a higher value than a service with a lower urgency. For example, the service weight value Ws for a service of transporting people can be set to be greater than the service weight value Ws for a service of transporting goods. In addition, for example, the service weight value Ws for a service of delivering a commodity before a specified time can be set to be greater than the service weight value Ws for a return service of transporting a rental car to a business office.

[0172] Next, in step S63, the control device 320 updates the score SC of the update target mobile tool 100 based on the score (mobile tool score) SC1 of the update target mobile tool 100 that reflects the mobile tool weight value Wm and the score (service score) SC2 of the update target mobile tool 100 that reflects the service weight value Ws. Specifically, the control device 320 updates the score SC, for example, by the sum of the product obtained by multiplying the mobile tool score SC1 by the weight value Wm as a weight coefficient and the product obtained by multiplying the service score SC2 by the weight value Ws as a weight coefficient. Alternatively, similar to the processing of step S14-3 (refer to Figure 8 ), the control device 320 updates the score SC by the average value of the product of the mobile tool score SC1 and the weight value Wm and the product of the service score SC2 and the weight value Ws. Then, the process proceeds to step S32.

[0173] It should be noted that Figure 19 the service score SC2 used in the processing shown only needs to be based on the above service status information, and it can also be based on the information in step S14-2 (refer to Figure 8)The service status information and user information calculated therein. Additionally, the maximum value of the score SC updated through the process of step S63 can be the same as the maximum value of the score SC (e.g., 100) calculated on the side of the mobile tool 100, or it can also be a value larger than this maximum value (e.g., 150). Additionally, Figure 19 The process shown can also be applied to an example of a remote support system that provides services where multiple mobile tools 100 of one type receive remote support of multiple types. In this example, the mobile tool weight value Wm as the weight coefficient can be set to 1.

[0174] 3 - 2 - 3. Effects of the remote support management device

[0175] As described above, according to the present embodiment, the remote support management device 300 obtains the score SC from the mobile tool 100 that requests remote support. Thus, compared with an example where the management device 300 performs all the processes related to the calculation of the score SC, the processing load of the management device 300 related to allocation can be reduced. Moreover, the management device 300 calculates the additional score SC - A based on the surrounding condition information from one or more infrastructure sensors 400, and updates the score SC by reflecting the additional score SC - A in the score SC sent from the mobile tool 100. Thus, it is possible to appropriately determine the score SC using the surrounding condition information that cannot be obtained by the sensors mounted on the mobile tool 100. For example, when the mobile tool 100 is a vehicle, it is possible to obtain the surrounding condition information (e.g., the congestion level of the road in front of the vehicle) that cannot be obtained by the vehicle's camera from the infrastructure sensor 400. Thus, compared with the case of using traffic congestion information from an external traffic information center, it is possible to obtain changes in the traffic conditions in front of the vehicle more quickly and accurately.

[0176] In this way, according to the present disclosure, it is possible to appropriately perform the above - mentioned allocation while reducing the processing load of the management device 300 related to the allocation.

[0177] More specifically, according to the present embodiment, the management device 300 obtains from each mobile tool 100 the score SC that represents the urgency of the request for remote support from each mobile tool 100 and serves as the basis for setting the allocation order ORD. Thus, it is possible to appropriately perform the allocation in such a way that while reducing the processing load of the management device 300 related to the allocation according to the allocation order ORD, the mobile tool 100 with a higher urgency is prioritized using the score SC.

[0178] In addition, the management device 300 can update the score SC transmitted from each mobile tool 100 in a manner that reflects the weight value Wm corresponding to the type of the mobile tool 100. Thereby, it is possible to perform the allocation process using the score SC that is more appropriately determined in consideration of (reflecting) the difference in the type of the mobile tool 100. It should be noted that in this example, the basic score SC is also calculated on the side of each mobile tool 100. Therefore, it is possible to appropriately update the score SC by the management device 300 that manages a plurality of mobile tools 100 while reducing the processing load of the management device 300. For example, the score SC of the mobile tool 100 with a high urgency requirement for remote support in terms of the type of the mobile tool 100 can be more appropriately determined to be high. Moreover, in the example where the allocation order ORD is set based on the score SC, the priority of the allocation of this mobile tool 100 can be appropriately increased.

[0179] In addition, the management device 300 can update the score SC transmitted from the mobile tool 100 based on the mobile tool score SC1 that reflects the mobile tool weight value Wm corresponding to the type of the mobile tool 100 and the service score SC2 that reflects the service weight value Ws corresponding to the type of the service. Thereby, it is possible to perform the allocation process using the score SC that is more appropriately determined in consideration of (reflecting) the difference in the type of the mobile tool 100 and the difference in the type of the service. It should be noted that in this example, the basic score SC is also calculated on the side of each mobile tool 100. Therefore, it is possible to appropriately update the score SC by the management device 300 that manages a plurality of mobile tools 100 while reducing the processing load of the management device 300.

[0180] In addition, according to the present embodiment, in the case where there are a plurality of mobile tools 100 having the same score SC, the allocation order ORD is updated so that the mobile tool 100 with an earlier request time for remote support is ranked higher. Thereby, even when the scores SC of the plurality of mobile tools 100 are the same value, it is possible to appropriately determine the priority order of allocation using the score SC.

[0181] Among them, the "score SC" related to the present disclosure only needs to be the basis for the above-described allocation process, and is not necessarily limited to the score used for setting the allocation order ORD. That is, the score SC can also be used as follows. For example, when the management device 300 receives the score SC from two mobile tools 100 and there are candidates for two or more remote supporters X waiting and two or more remote support terminals 200 are idle, the management device 300 can perform the allocation process in such a way that a person with a high proficiency among the candidates for two or more remote supporters X is allocated to the mobile tool 100 with a high score SC (i.e., high urgency).

Claims

1. A remote support management device configured to manage remote support of a plurality of mobile tools, characterized in that: The device comprises one or more first processors, wherein the one or more first processors are configured as follows: In response to a request for remote support from one or more of the plurality of mobile tools, an allocation process of allocating at least one of a remote support person and a remote support terminal to the one or more mobile tools that have made the request, the remote support terminal being used by the remote support person, obtaining a score from the one or more moving tools that is a basis for the allocation process, Acquire surrounding condition information indicating the condition of the area by communicating with one or more infrastructure sensors installed in an area where a mobile tool that is the subject of an update of the score that has been sent is moving, the mobile tool that is the subject of an update of the score among the one or more mobile tools, Calculating the additional score of the update target moving tool based on the acquired surrounding situation information, The score is updated by reflecting the additional score on the score transmitted from the update target moving tool.

2. The remote support management device according to claim 1, characterized in that: The above ratings indicate the urgency of the above requirements. The allocation processing includes allocating at least one of a remote supporter and a remote support terminal to each of the plurality of mobile tools according to an allocation order based on the scores received from one or more second processors of each of the plurality of mobile tools.

3. The remote support management device according to claim 1 or 2, characterized in that: There are multiple types of the above-mentioned multiple moving tools. When receiving the score from the one or more mobile tools, the one or more first processors are configured to: updating the score of the update target moving tool by reflecting a weight value corresponding to the type of the update target moving tool that has transmitted the score on the score received from the update target moving tool, The allocation process is performed based on the updated score.

4. The remote support management device according to claim 1 or 2, characterized in that: There are multiple types of remote support services provided to the multiple mobile tools. The score includes a mobile tool score and a service score, wherein the mobile tool score is a score based on mobile tool status information indicating a status of the mobile tool, and the service score is a score based on service status information indicating a status of the remotely supported service for a user of the mobile tool. When receiving the score from the one or more mobile tools, the one or more first processors are configured to: updating the score of the update target mobile tool based on the mobile tool score of the update target mobile tool reflecting the mobile tool weight value corresponding to the type of the update target mobile tool that sent the score and the service score of the update target mobile tool reflecting the service weight value corresponding to the type of the service provided to the update target mobile tool, The allocation process is performed based on the updated score.

5. The remote support management device according to claim 2, characterized in that: The one or more first processors are configured to update the allocation order so that a mobile tool that requested the remote support earlier is ranked higher when there are a plurality of mobile tools having the same score.

6. A remote support management method, executed by a computer, to manage remote support of multiple mobile tools, characterized in that: include: In response to a request for remote support from one or more of the plurality of mobile tools, performing allocation processing of allocating at least one of a remote support person and a remote support terminal to the one or more mobile tools that have made the request, the remote support terminal being used by the remote support person; Obtaining a score from the one or more mobility tools that is a basis for the allocation process; Acquiring peripheral condition information indicating a condition of the area by communicating with one or more infrastructure sensors installed in an area where a mobile tool that is a target of updating the score and that has sent the score is moving, the mobile tool that is a target of updating the score among the one or more mobile tools; Calculating an additional score for the update target moving tool based on the surrounding condition information; as well as The score is updated by reflecting the additional score on the score transmitted from the update target moving tool.

7. A remote support management program, executed by a computer, to manage remote support of multiple mobile tools, characterized in that: include: In response to a request for remote support from one or more of the plurality of mobile tools, performing allocation processing of allocating at least one of a remote support person and a remote support terminal to the one or more mobile tools that have made the request, the remote support terminal being used by the remote support person; Obtaining a score from the one or more mobility tools that is a basis for the allocation process; Acquiring peripheral condition information indicating a condition of the area by communicating with one or more infrastructure sensors installed in an area where a mobile tool that is a target of updating the score and that has sent the score is moving, the mobile tool that is a target of updating the score among the one or more mobile tools; Calculating an additional score for the update target moving tool based on the surrounding condition information; as well as The score is updated by reflecting the additional score on the score transmitted from the update target moving tool.

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